Managed Service Team Leader

We are looking for a Managed Service Team Leader to lead our MS team in delivering high-quality managed services to enterprise clients.
This role is responsible for ensuring service availability, performance, and reliability while driving operational excellence and team efficiency in a dynamic, fast-paced environment.

• Lead and supervise the Managed Service team in daily operations, monitoring, and incident management.
• Ensure all IT and cloud services meet SLA (Service Level Agreement) and KPI targets.
• Manage incident, problem, and change processes.
• Do the testing on Managed Service Request
• Coordinate with cross-functional teams (Network, Cloud, Security, Developer) for service delivery and issue resolution.
• Review and maintain operational documentation, and technical reports.
• Act as the primary point of contact for client communication related to service operations.
• Prepare and present regular performance reports to clients and internal management.
• Identify and implement process improvements and automation initiatives to enhance service efficiency.
• Support cloud infrastructure management (AWS, Azure, OVH), including monitoring, patching, and capacity planning.
• Mentor and coach team members to build technical and operational excellence.

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in IT Managed Services, with at least 1–2 years in a leadership or supervisory role.
• Strong understanding of cloud platforms (AWS, Azure), server administration (Linux/Windows), and network fundamentals.
• Hands-on experience with monitoring tools, backup systems, and incident management workflows.
• Good knowledge of ITIL processes and service management best practices.
• Excellent leadership, analytical, and communication skills.
• Able to work under pressure and manage multiple priorities effectively.

• Certifications such as AWS/Azure Cloud Practitioner, ITIL Foundation, or CCNA are highly advantageous.
• Experience with automation tools (e.g., Ansible, Terraform, PowerShell scripts) is a plus.
• Familiarity with cybersecurity principles and compliance standards.